We have a system were we want our agents to be able to answer their calls directly in the system, which means that they must be able to answer calls, mute calls, transfer calls both blind and where you talk with the person you transfer to and they must be able to put their phone on DND via WebRTC.
When a person goes online, on DND or on another status, then a message must be put on our internal wall. The agents are divided into 2 groups Danish/international and Swedish/Norwegian, if an agent has her phone on DND, workrelate WC or break and another person in the same group wants to have one of these 3 statuses, then this agent must be warned that another agent is already on XX, and the new agent must confirm twice, if they want to change their status to one of these.
I must be possible to see exactly how many hours an agent has been on the individual statuses via webRTCs interface.
The statuses we want are Online, DND, WC, break, off, and holiday.
All of the queues must have an online agent all weekdays 8-22 and Saturday and Sunday 9-18 Danish time, if all of the agents are on a status where they do not receive calls within the opening hours, then an alert e-mail must be sent and 2 on-call numbers must be dialed up and receive an alert message. It must be possible to change the opening hours in the system for an individual day (e.g. a holiday) or more permanently.
When transferring, it must be possible to click directly on the number you want to transfer a call to directly in our system via the browser.
Our agents use either snom phones or Bria softphones.
NOTICE that we have an asterisk 11.25.3 server today, where we have setup both agents, queues, extensions etc, which must all be working after this change.
There must not be any downtime in connection with this, if you want, we can setup an entire new server, which you can make the solution on.
NOTICE!! We want to pay for the complete project in one go, when the project is delivered and tested. We expect that the price you bit is a total price including EVERYTHING.
We expect a deadline of maximally 2-3 weeks.
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